Cash back benefit

On 3rd of November i send documents for cash back benefits. Till this day 11 November i haven't received that money. I have been with Metropolitan for 10 years now and i have never waited 24 hours for my cash back. I made follow up and all i hear the system is down ill ask sum1 to send email and unfortunately Metropolitan appointed another agency for payout.. No sms received till this day abt the progress of my claim of whivh Metropolitan will normally send. The new appointed agency is failing Metropolitan and at this point im not hapoy with their services